Associate Manager - Customer Complaints

Job Description

The role is responsible for dealing with complaint cases in accordance with D360 service level agreements and SAMA Requirements, and proactively providing comprehensive Customer services to D360, ensuring that customer concerns are addressed promptly and effectively, aiming to improve customer satisfaction and loyalty

Responsibilities

• Provide solutions (technical or otherwise) to close the customers’ complaints in line with the SAMA requirement.
• Commits the required role under the SLA of Management of Correspondence through the SAMA Complaints Systems.
• Securing proper responses from the customers’ complaints team to the violations forwarded by the SAMA’s violation committee to D360.
• Reporting the status of the SAMA’s violations and customers’ complaints to management every week.
• Ensuring fulfilment of SAMA’s resolutions issued about customers’ complaints promptly.
• Supporting the customer care team, Regulatory Affairs, and Legal in any matters related to the SAMA, especially customers’ complaints.
• Perform any other duties assigned to by line manager related to the nature of the work
• Ensure / participate in implementation, adherence and enforcement to SAMA Cybersecurity Framework and other related bodies required for D360 Bank to remain compliant to but not limited to policies, procedures, practices, training, reporting, personal due diligence and vigilance, within departmental/unit activities and operations
  
  

Qualifications

Preferred Qualifications

• A tertiary-level qualification from an internationally recognized institution
  
  

Years & Nature of Experience

• Will be a fresh graduate with 3 years of experience in financial institutions
• If with experience, would have been accountable for completion of assigned tasks and project work and has developed a level of competence to carry out work independently
  
  

Technical Competencies

• Customer Experience Management
• Business Performance Management
• Ethical Culture
  
  

Behavioural Competencies

• Decision Making
• Problem Solving
• Communication
• Process Oriented